Senior Director, Technology Account Management

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

Role Overview: The Delivery Manager is responsible for overseeing and driving delivery of technology, data solutions, and associated support services across a portfolio of customer account(s). The Delivery Manager is a leadership position within our Work Dynamics Technology Group and is aligned to our global Integrated Delivery Management (IDM) function. This role serves as the delivery excellence link between the customer, JLL Technologies, and JLL’s Work Dynamics (WD) business stakeholders.

The Delivery Manager optimizes technology outcomes for our customers and helps grow JLL’s direct technology and Work Dynamics businesses by: (i) orchestrating delivery efforts across all technologies in play on an account, (ii) leveraging the full capabilities of our global delivery execution teams, and (iii) coordinating all technology delivery engagements across the full account life cycle.

The Delivery Manager realizes success by commanding multiple delivery engagement types, across a diverse ecosystem of technology solutions, in a complex global enterprise environment. The Delivery Manager exercises strong business and financial acumen as well as leveraging strong internal and external interpersonal relationships to achieve desired objectives. Ultimately, the Delivery Manager enables our customers and JLL’s business to drive successful real estate business and technology outcomes through the holistic and effective delivery, use, and support of technology and data.

Role Responsibilities:

• Manages overall service delivery and business success across a portfolio of customer accounts, growing the portfolio via the direct addition and expansion of accounts
• Accountable for overall technology delivery success by orchestrating delivery efforts across all technologies in play on assigned accounts, ensuring delivery performance is aligned with the contractual scope of services and service level agreements
• Accountable for resource management processes including resource forecasting, supply and demand management, commissioning and de-commissioning resources, and managing resource assignments
• Oversees performance of assigned direct and indirect technology resources to ensure that teams and individuals are meeting/exceeding delivery expectations, identifying and addressing any performance issues as needed with other direct managers and matrix managers
• Partners with direct sales, Client Growth, and Account Directors/Exec leaders to help identify, monitor, and advance opportunities for organic account growth, net new growth, and renewals
• Provides inputs and/or authors Statements of Work (SOW) and Scope of Services documents including staffing estimates, LOEs, skills, timelines, delivery models, pricing models/estimates
• Understands and navigates contracts (MSAs, PSAs, SOWs, subcontracts, etc.) to protect JLL’s business interests and mitigate risk in delivery engagements
• Accountable for the timely transition of opportunities from the sales/solution phases into delivery/kickoff phases including the mobilization of all tech delivery resources
• Oversees project(s) performance during implementation/transition phases in coordination with the assigned Project Managers and Program Managers
• Oversees team performance during operational and support phases in coordination with the assigned Operations Managers and Support Managers
• Accountable for ensuring JLL’s account management and delivery management governance processes, controls, and best practices are utilized on assigned customer accounts
• Accountable for financial targets (at the engagement- and account-level) including managing tech revenue, profitability, operational/staffing budgets, costs, accruals, forecasting, etc.
• Serves as an escalation point for delivery-related issues and risks, leading issue resolution and root cause analysis (RCA) efforts
• Works with JLL Work Dynamics Account Directors/Exec leaders to ensure on-account technology solutions enable JLL core business services and meet associated KPIs and SLAs
• Provide inputs to account planning processes ensuring that tech roadmaps, product plans, execution plans, and other delivery commitments are delivered according to account st